Call Center Supervisor, Buffalo Reservation Center, Remote
Delaware North is hiring a full-time remote Call Center Supervisor to join our Reservation Center team at our global headquarters in Buffalo, New York. As a Call Center Supervisor, you will be responsible for overseeing the Leisure and Transient reservation business across multiple properties while supporting guest service excellence, operational efficiency, and team performance.
Some in-person training will be required at our headquarters in Buffalo, New York. External candidates are required to complete a 90-day onboarding and training period working as a Reservation Agent before assuming full Call Center Supervisor responsibilities.
Additional Details:We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:
- Weekly pay
- Training and development opportunities
- Employee discounts
- Flexible work schedules
Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement.
Responsibilities:- Support reservation agents with escalations, billing issues, and guest concerns to ensure timely resolution
- Coach and develop team members through audits, individual meetings, performance reviews, onboarding, and ongoing training
- Monitor department KPIs, productivity goals, service levels, and guest satisfaction metrics to identify performance gaps
- Implement process improvements and best practices that strengthen operational efficiency and the guest experience
- Troubleshoot system issues and coordinate reporting or escalation to maintain smooth operations
- Manage department communications, standard operating procedures, and email response standards to ensure consistency
- Partner with leadership and cross-functional teams to resolve reservation, inventory, rate, and system discrepancies
- Analyze trends, conduct root cause analysis, and recommend solutions while maintaining professional stakeholder communication
- Previous customer service and leadership experience
- Excellent verbal, written, and email communication skills
- Strong problem-solving, analytical, and root cause analysis skills
- Experience coaching and developing team members
- Strong organizational, multitasking, and time management skills
- Proficiency with computers and the ability to quickly learn new applications
- Ability to review data, identify discrepancies, and collaborate across departments to resolve issues
- Knowledge of reservation systems, call center operations, or hospitality industry practices preferred
- Ability to sit for extended periods of time
Previous customer service and leadership experience; excellent communication; strong problem-solving and analytical skills; experience coaching and developing team members; proficiency with computers and ability to learn new applications.
Key Responsibilities
- coaching team members
- monitoring KPIs
- resolving escalations
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Buffalo, New York, United States
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Tuition reimbursement
- Retirement plan
- Generous parental leave
About Delaware North
A hospitality company operating reservation centers and providing guest services. — Industry: Hospitality and Tourism